What services are available?

There are a variety of services available to both registered and unregistered users.

How do I access the services?

Go to the Councils Online Services page at http://portal.councilsonline.com.au/parracity and select any of the items from the left for access to services that do not require a registration. To access the full range of services available you will need to be a registered user. If you are a registered user simply login using your ID and password.

How do I register?

From the Councils Online Services page http://portal.councilsonline.com.au/parracity click on the Register Here link and complete the details. If you include your Name Key, you should receive an email advising you of your User Id and Password which will enable you to start using the services immediately. If you do not enter your Name Key, your registration may take up to one (1) business day to complete.

Please Note: If in doubt of your Name Key, leave this field blank.

Email for company registration

We recommend that when you are registering on behalf of a company that you use a generic email address (ie. enquries@mycompany.com.au) as all electronic communications are sent to this email address. This will ensure that if staff leave or are unavailable that emails are able to be accessed by other staff.

What can I do if I don’t receive the email for my login and password?

If you don’t receive the email with your login details, please check your “junk” or “spam” folder in your email. The sender will be “Oracle Workflow Mailer [Parramatta]”.

If you still haven’t received an email with registration details, please email onlineservices@parracity.nsw.gov.au

How do I know what my Name Key is?

You will find your Name Key on the right of your rate or instalment notice. Other documents sent by Council will gradually contain this information. If you are not the first name on the notice, please do not enter a Name Key when you are registering. The Name Key relates to a person not an account.

How do I change my password?

Once you have logged into Councils Online Services using your User Id and password (emailed to you at registration), an option of Change Password will be available at the top right corner of the page. Click on this link and you will be presented with a screen to enter your current password, your new password and confirm your new password. Click on OK and your password will be changed.

How do I reset a lost / forgotten password?

If you have lost or forgotten your password, select Lost/Reset Password from the Login Section of the home page. You will be presented with a window to enter your Userid and the email address you originally registered with. An email will be sent to this address with a new password.

I click on a link and nothing happens!

This issue is commonly caused by a “Popup Blocker” being enabled on your PC.

To turn off the Popup blocker in Microsoft Internet Explorer 6, click Tools, Popup Blocker, then select Turn off Popup Blocker (or Click Tools, Internet Options and select the Privacy tab where you can uncheck the Popup Blocker). Alternatively, you may wish to review your Popup Blocker settings before turning off Popup Blocker.

Internet security programs may also contain Popup Blockers. Please refer to your user manual.

Who do I contact if there is a problem with the site?

Email onlineservices@parracity.nsw.gov.au for any issues you encounter. Please note that currently this is only monitored during business hours (8.30am – 5.00pm, Monday to Friday)

How can I advise Council of a change in my address, phone number or other contact details?

Only registered users are able to change their contact details online. Once you have logged on, select the Update My Contact Details option and you will be presented with the details we currently have recorded for you. Complete the changes required. Please ensure you indicate if you wish all your contact points with Council to be updated with these new details and if not, identify the property the change is related to.

Can I change my name?

Council can change your name on their records only with acceptable proof. Acceptable proof includes a copy of your marriage certificate, deed poll or change of name certificate certified by an authorised person (ie. Justice of the Peace). You may also present the original document to Council for sighting.

What is Land Information Online?

Land Information Online is part of the overall Councils Online Services provided by Parramatta Council. This component provides the ability for customers to request a property certificate, request a permit, pay your outstanding accounts and request a change of your contact details.

What should I do if the red error banner displays on the screen?

The red error banner indicates that there is a disruption in communications. Click the back button and go through the step again. If it is a temporary disruption, this should fix it. If the error banner displays again, email onlineservices@parracity.nsw.gov.au

What payment options are available?

Currently the only option for payments is via credit card ( Mastercard or  Visa) for Councils Online Services

Alternative payment options will differ depending on the type of account you are paying.

Payment methods for rates are described on the back of your rate or instalment notice.

Is there a minimum payment amount?

Yes, there is a minimum payment amount of $20.00

What should I do if there is a problem with payments?

Land Information Online does not submit your request until a payment has been made by debiting your credit card account. It is important to record all the details, such as the payment ID, amount, date and the request ID (if applicable) to check your accounts at a later date or alternative, use the print function of your internet browser to print a copy.

If there is a problem with a credit card payment, check that you have credit available on the account or the card has not expired and have entered all details correctly.

Can I make a payment for someone else?

Yes, you can make a payment on behalf of someone else by using the Make any Payment option from the left group of options on the Councils Online Services page. You will need to know the exact account number to enable you to make the payment.

What is the correct format for entering an account number?

For Application payments, you will need your application payment reference. Your payment reference can be found at the top of most correspondence from Council in relation to your application and will be similar to DEV/275/2004///DA.

For Debtors payments, you will need your debtor number and optionally your invoice number. These numbers can be found on either your Tax Invoice or Statement/Tax Invoice. If your debtor number is printed as 0456123 8 you will enter as printed omitting the space. ie. 04561238 should be entered.

For Licence payments, you will need your licence/permit payment reference. Your payment reference can be found at the top of most correspondence from Council in relation to your licence/permit and will be similar to HEALTH/275/2005///FOOD.

What is the security code when I enter my credit card details?

What is Service Requests Online?

Service Requests Online is the web version of Council’s Customer Relationship Management (CRM) software system. Customers can request information or a service during and outside business hours using the Internet.

Online requests are logged automatically into Council’s Customer Request system for Council officers to action during business hours. A reference number which uniquely identifies each request is generated immediately a request is submitted. As the request is investigated or actioned, the status of the request will change (eg from "Open" to "In Planning" to "Closed"). These status changes can be viewed online. Alternatively, you can phone on 9806 5050 or email Council on council@parracity.nsw.gov.au and quote the reference number. A staff member can follow your request up for you. Service Requests Online may be used to register requests for (or ask for information about) any Council service.

What is not a Service Request?

Please note that Service Requests Online is not used to pay rates, apply for certificates or apply for jobs with Council. These services are (or will be soon) a managed component of Councils Online Services.

Please note that complaints in relation to a staff member or elected member should not be submitted via a service request. These must be submitted in writing addressed to the General Manager.

What do I do if it is an emergency after hours?

Service Requests Online is not monitored outside normal business hours (8.30am – 5.00pm, Monday to Friday). Do not use Service Requests Online to report emergencies. Please phone Council's after hours emergency phone number, 9806 5050 to report any urgent problem for prompt action.

How can I contact the Council about an issue using the Service Requests Online?

Once you have registered and have a User Id and password, you may use Service Requests Online to request information, request a service or to report a problem to Council. Service Requests Online is Council’s internet service request system. After logging into Service Requests Online, select the New Service Request Tab to start logging your Request, or click on the User Guide Tab for detailed help.

Can I use the Web for urgent complaints, issues, or emergencies?

Urgent requests should not be submitted via Service Requests Online as this is not monitored outside normal business hours (8.30am – 5.00pm, Monday to Friday).  You should ring 9806 5050 to report the issues or if after hours, you will be connected to the after hours service.

What is the difference between logging a request as a registered user?

If you log in as a registered user and then submit a service request, you will be able to view and track all your requests by clicking on the View / Update Service Requests tab. If you log a request as an unregistered user, you will not be able to track the progress of the request.

How can I see my requests or issues over the Web?

If you are a registered customer, Service Requests Online has a View/Update Service Requests Tab where you can see all your Requests (including those a Council staff member has entered on your behalf). After logging into Councils Online Services, click on Log and Track Service Request and select the View/Update Service Requests. Refer to the User Guide Tab for detailed help.

Can anyone else see requests, complaints or problems that I log over the Web?

Council supports privacy principles in accordance with the NSW Privacy and Personal Information Protection Act 1998. Information you supply will only be used for the purpose for which it was provided, and you may only view your own requests. Council's Privacy Management Plan is available from the Council homepage or on request.

What if I want to log multiple issues using the Web?

You will need to complete a separate request for each issue. Once you have completed the first request, click on the New Service Request Tab to start the next.

How can I tell what is happening with my request?

If you are a registered user, you are able to view status of your request. The status will change as Council officers work on resolving it. Progress can be viewed by clicking on the View/Update Service Requests Tab. Statuses are explained in the User Guide. Alternatively, Council staff can explain what is happening to the request. Please quote the request reference number if possible.

If you have submitted the request without logging into Councils Online Services (unregistered user), you will need to contact Council during normal business hours to be provided with an update of your request.

Can I add more information to my request?

You can add a note or attachment to any Service Requests Online Request, either when you log it initially or later as long as the request has not been closed. You will need to be a registered user to be able to update the request after submitting. After logging into Service Requests Online, click on the User Guide Tab for detailed help.

If your request has been closed, please do not add additional information as this will not be monitored.

Can I cancel my request?

If you have submitted the request as a registered user, you can cancel one of your requests by changing its status from the View / Update Service Requests tab. Simply select the status of Cancelled via Web and click on the Update button at the bottom of the page.